Client Support Specialist

2 months ago

Wood Dale, Illinois, United States nVenia, A Duravant Company Full time

nVenia, part of the Duravant family of companies, specializes in manufacturing and supplying integrated solutions and packaging machinery. With a legacy of over 300 years of collective expertise, our esteemed brands such as Arpac, Fischbein, Hamer, and Ohlson cater to diverse sectors including consumer-packaged goods, food and beverage, and industrial markets.

The Customer Service Representative (CSR) plays a pivotal role in ensuring exceptional customer service during every interaction. The CSR will assist clients in identifying the appropriate parts and solutions for their equipment needs, facilitate sales, and manage order processing for timely delivery. A proactive approach is essential for following up on pending quotes, processing customer requests, and collaborating with various departments, including engineering and field service, to provide necessary support.

KEY RESPONSIBILITIES

  • Deliver a tailored customer experience by comprehending client needs, offering effective solutions, and ensuring accurate and timely delivery.
  • Assist clients in identifying required parts for their specific machinery using the ERP system, Bill of Material system, machine manuals, and assembly drawings.
  • Document customer issues and coordinate with the Field Service Team, Engineering, and Final Assurance to aid clients in resolving technical challenges.
  • Proactively follow up on pending quotes by reaching out to clients to finalize sales.
  • Efficiently process customer quotes and sales orders to ensure prompt delivery.
  • Provide clients with regular updates regarding the status of their orders.
  • Foster client relationships as the primary point of contact for inquiries.
  • Implement special promotional offers by articulating the benefits and value to customers.
  • When parts are unavailable in stock, collaborate with the Materials Team to arrange direct shipments from vendors to end users.
  • Coordinate with the Materials Team to facilitate expedited shipments for urgent customer needs.
  • Issue Return Authorization numbers for warranty or defective parts and manage appropriate credits.
  • Follow up on open RMAs to ensure parts are returned to nVenia.
  • Assist the Director of Aftermarket Services with special projects aimed at enhancing revenue and operational efficiency.

POSITION SPECIFIC COMPETENCIES

  • Customer-Centric Approach
  • Rapid Learner
  • Effective Communication Skills (both written and verbal)
  • Professional and Friendly Telephone Etiquette
  • Collaborative Team Player
  • Technical Acumen
  • Blueprint Interpretation Skills
  • Order Processing Accuracy
  • Proficiency in Computer Applications - Word, Excel, Salesforce, ERP Systems
  • Adept at Multi-tasking in a Dynamic Environment

POSITION REQUIREMENTS

  • 2-5 years of experience in Inside Sales or Customer Service.
  • Associate's degree preferred.
  • Familiarity with ERP Systems, Microsoft Office Suite, and Salesforce.
  • Ability to read blueprints is a plus.
  • Prior experience in a manufacturing setting, with knowledge of machinery and components preferred.

Why consider nVenia?

  • nVenia provides a competitive benefits package for all full-time employees, including:
  • Medical coverage options through a high deductible health plan or a PPO plan, including prescription drug coverage.
  • Flexible spending accounts, as permitted by tax regulations.
  • Health Savings Accounts (HSA) with a 2x match, up to $1,000 annually.
  • Comprehensive Dental and Vision Coverage.
  • Paid life and disability insurance, with options for additional coverage.
  • Paid Maternity Leave.
  • Optional coverages such as Long-term Care, Accident Insurance, and Critical Illness Insurance.
  • 401k plan with a 100% match on the first 3% of employee contributions, and 50% on the next 2% (4% match if contributing 5% of pay).
  • Educational Assistance reimbursement.
  • Accrued paid time off (PTO) – 3 weeks per year.
  • 10 paid holidays annually.

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